Mike Losoya III serves as integration manager of Mike’s Plumbing and Electric, a third-generation home services company based in McAllen, Texas. Like many who work for a family-owned business, Losoya wears several hats.
“I manage ServiceTitan, marketing, the website, basically all the integrations,” Losoya says. “And then when they need help running HVAC calls, I'll go down there and help out from time to time.”
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In recent years, the plumbing and electric company surpassed revenue goals while significantly growing the organization, but Losoya says the growth didn’t take off until they made strategic upgrades to their customer relationship management (CRM) software.
Antiquated Technology Hinders Growth
Around 2015, Losoya says, Mike’s Plumbing and Electric noticed several inefficiencies with their previous CRM software, which they believed was keeping the business from achieving its full potential.
“The boards they used weren't user-friendly,” Losoya says. “It was kind of hard to find customers, and mobile was almost nonexistent. It was a lot of paper trails and trying to just get everything together.
“Call recording was not automatic. The billing was not seamless. So, there was quite a bit. And it didn't have many of the integrations that ServiceTitan has right now.”
Losoya says Mike’s Plumbing and Electric decided it was time to invest in a CRM solution to help them grow the business while improving efficiencies. Ultimately, he says ServiceTitan offered the best solution.
“ServiceTitan has more bells and whistles, and gives you more opportunity for growth,” Losoya says.
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Making the CRM Switch to ServiceTitan
Losoya says Mike’s Plumbing and Electric got off to a rocky start with their new ServiceTitan CRM, primarily because the company didn’t make a concerted effort to learn about the features and train their staff.
He says one day he logged into the platform and noticed the organization's Titan Score hovering in the low 30s, a sign they were underutilizing the software. From that point, Losoya says, he committed to making the most of their new CRM investment.
“We had the ServiceTitan team come down, train our staff on the right workflow of how to do things,” he explains.
Losoya says his organization saw an immediate rise in its Titan Score and quickly realized all the ways ServiceTitan optimizes business operations and efficiencies.
Losoya explains the benefits of using ServiceTitan software over other platforms to help run Mike’s Plumbing and Electric:
On Managing Tech Performance with ServiceTitan
Losoya says managing technician performance with ServiceTitan significantly boosts the organization’s success. With ServiceTitan’s Technician Scorecards, Losoya monitors real-time metrics on new revenue per tech, customer satisfaction, and other key metrics.
“We're getting the most potential out of each tech and each employee because of ServiceTitan,” Losoya says. “We have a weekly goal, and we have a technician goal for each field.”
Losoya also uses ServiceTitan’s call recording function to review communications between CSRs and customers. He says it offers a helpful tool for providing training and feedback.
On Using ServiceTitan for Internal, Customer Communications
Losoya says ServiceTitan makes it easy to communicate with techs in the field and vice-versa, and he also uses the software to message customers via text messages and email, and to send automated notifications.
During the early stages of Covid-19, Losoya included links to safety materials in his customer communications, a feature he says helped his business maintain strong sales while putting customers at ease.
On Using ServiceTitan to Amplify their Social Media Presence
With ServiceTitan, home service companies can set up automatic custome- satisfaction pulse checks to encourage happy customers to leave online reviews. It not only boosts reputation and online authority, it also benefits search engine optimization (SEO).
“We went from under 100 reviews across all social media pages and now we're up to nearly 400, just by integrating our social media accounts with ServiceTitan,” Losoya says.
Losoya’s Suggestions for ServiceTitan Users
“Take the time to go through it,” he says. “Because early on, there were these easy additions that we just weren't using. Whether it's web booking or customer notifications or the content portal, it’s a no-brainer. Take the time to go through the training and make sure you're using ServiceTitan to the full extent.”
ServiceTitan Drives Strong Results
Despite Covid-19, Losoya says Mike’s Plumbing and Electric exceeded all-time revenue goals in 2020. With strong sales so far in 2021, he says the company already revised its growth goals for the year.
And what do the owners of Mike’s Plumbing and Electric think about using ServiceTitan?
“They're definitely pleased with the numbers—for sure,” Losoya says.
Thinking About Switching to ServiceTitan?
ServiceTitan’s all-in-one cloud CRM solution—easily accessible from a smartphone or mobile tablet—helps skilled trades optimize their customer relationship management. Our end-to-end system can help with the following business needs, and more:
Contact management
Scheduling support
Client interaction tracking
Scalability and customization
Mobile access and support
Database management
Marketing and campaign management
Workflow automation, employee management, and dispatch
Seamless integration with direct mail, email marketing, project management, financial reporting (QuickBooks), payroll, invoicing, billing, and other tools
Sales automation and lead management
ServiceTitan Software
ServiceTitan is a comprehensive software solution built specifically to help service companies streamline their operations, boost revenue, and substantially elevate the trajectory of their business. Our comprehensive, cloud-based platform is used by thousands of electrical, HVAC, plumbing, garage door, and chimney sweep shops across the country—and has increased their revenue by an average of 25% in just their first year with us.
